Hotel Mirador — Hotel in Palma

I’ve had to lower my review to 1* due to owners response, here is mine: I am disappointed with your lack of accountability, the water bottles should be refilled without requesting, especially for pregnant guests and guests with young children (both of which we are.) I hope any future payments from customers will go towards customer service training for the front desk and “management”, we will not be back. Also, my name isn’t Bianca.

Original review: Not a 4* hotel. Could the builders outside renovate Tony at front desk’s attitude?

On the second morning of being at this hotel, we called to ask if we could receive some more water bottles, as we didn’t receive replacements (I don’t want to risk drinking local water due to me being pregnant) We were told to “get them yourself.”

A few hours later, my 3 year olds favourite rabbit toy went missing from the room (he was hysterical and couldn’t sleep without it) we checked everywhere, it wasn’t in the room. I asked front desk politely, perhaps, the rabbit had been wrapped up in the laundry - they told me no (I asked 3 times) I begged them to call me if the rabbit was found, as, without it, my son was inconsolable.

24 hours later (after a very sleepless night.) I asked Tony at front desk, if, by chance, the rabbit had turned up on our way out of the hotel. He replied “oh.. yeah they found it in the laundry” I asked “why did nobody call us? We were worried sick.” He replied, dismissively, “well, it’s turned up now.” (We spent an entire day of the holiday half in tears and shopping for a new toy to distract our 3 year old)

Tony proceeded to tell me the rabbit would be at the reception desk in 30 minutes ready to collect. When returning, I got stuck behind an old couple who complained for 15 minutes about one broken coat hanger and a pillow being too soft… I stood there, having to listen to all of it and the minute they walked away, before I’d even opened my mouth, Tony sighed impatiently, “Yeah.. the rabbit’s upstairs.” Why didn’t he tell me sooner? He watched me wait, knowing I only came for the rabbit. Why didn’t he just point to upstairs? I would have known what he meant. I brought these points up and in most cases, this would have prompted an apology, however, this only prompted him to raise his voice and argue aggressively. Considering I’m quite obviously pregnant and my husband wasn’t there to back me up, this was totally out of order.

To de-escalate this, I asked to speak to the manager. He told me they weren’t in. I then asked that the manager call me immediately, to which, I never received a call.

Some more points that I didn’t feel necessary to take to front desk: husband reported next door for smoking, due to their smoke coming into our room. The other room denied it (we saw next doors hairy arm leant over the balcony smoking a cigarette..) Front desk basically called my husband a liar.. why would he make that up? A better response would have been “please alert us if this happens again and we’ll deal with this immediately.”

WiFi kept going down all the time, which effected husbands work and also meant we couldn’t download any shows for the way home. When we called, front desk just said their WiFi was working (even though our 3 devices kept dipping in and out) USB ports at the wall were extremely weak, hardly any charge to devices, even if we left them charging all day On the last day, we found lifts at the back of the hotel to access the shops and restaurants (without going up and down extremely steep steps or, a long walk all the way around) this would have been really handy to know being pregnant and with a 3 year old in a pushchair… (although, I’m sure you can guess who forgot to mention this when checking us in) There should be a complimentary water machine downstairs

On a separate note, I think the lady who worked in laundry was very nice, she apologised about the rabbit and left fresh fruit. Some of the staff are extremely pleasant but it’s rotten apples like Tony that spoil it...

Had a lovely 11 day break in Palma staying at the Mirador. Our room: We stayed in a spacious room overlooking the marina, there were a couple aspects of the bathroom that looked a little tired and could do with an update.. but nothing that we were unsatisfied with! The view was gorgeous, the bed comfortable, plenty of wardrobe space, 2 chairs and a stool as well as a sofa in the room. Different options of duvet/extra sheets available in the cupboard (for which I'm very grateful as me and my husband sleep at different temperatures!). Could occasionally hear noise from the room above us when they moved furniture, but again, nothing worth complaining about!

The staff: The staff at this hotel were perfect! We met Romerio at check in and he was fantastic, so pleasant and kind throughout our stay. All the staff were great! (Unfortunately I didn't get other people's names). The staff were helpful in ordering taxis when we wanted one, helped with any queries, and one member of staff even taught me a little Spanish when I asked him to! The cleaning staff did a good job, bringing fresh towels daily and making our beds. I would say they were less intrusive than cleaning staff I've encountered in other hotels, and didn't interfere with our belongings -which I'm happy about!

Facilities: I did use the laundry service for a few items of clothing, it was done that day and neatly returned to me on hangers. Laundry services are never cheap in hotels, but I was happy with the service! The rooftop pool/bar area, again with gorgeous views across to the marina and Palma city and cathedral. The pool isn't massive, but it's clean and a pleasant area to spend time! We did find it quite busy, but returned later in the day for a late afternoon swim and thoroughly enjoyed it! The indoor pool/spa area - We used these facilities 3 times throughout our stay and found we had the whole place to ourselves! We had so much fun playing in the pool and lounging in the jacuzzi! if you want the steam room and sauna activated, you must tell reception 1 hour before you plan to attend, as these are not left on at all times.

The food: We did not book any breakfast in the hotel, but did eat on the ground floor bar one evening, it was good portions and good service. No...

Hotel claims to be ‘4 star’ but for the amount we paid (almost £700 for 5 nights without food) I disagree. This is my first ever review and I don’t tend to write reviews.

Firstly, pictures on website look misleading and only show the ‘sea view’ rooms. Room we got was outdated, tacky and need updating and looked absolutely nothing like the photos on the website. Bathroom is decent. Pool is very nice and overlooks the port. One man at the Bar staff was very kind and friendly.

Secondly, The balcony door is extremely difficult to open, we had to call reception to show us. It’s old and unhinged. I think our neighbours were having trouble opening it to. You can also practically see inside your neighbours hotel room, literally no privacy.

Thirdly, Rooms do not have full length mirrors, these are outside the door which, again is difficult to open as it’s keeps getting jammed

And my final point would be the housekeeping and what prompted me to write a review. (And I never write reviews). No kettle or tea or coffee given. We asked for a kettle but it smelled of chemicals so we had to get hot water from the bar each time. The rooms didn’t feel clean, it seems like only the bed was done.

The receptionists were not very friendly or helpful and don’t apologise, lack of customer service was disappointing. On one occasion, We didn’t get clean towels… they just took our old ones and didn’t give us new ones.. we had to go downstairs to collect them as housekeeping wouldn’t come to us (which a 4 star you’d expect).

It felt like we were ‘pestering’ reception each time we needed something. They didn’t remove our dirty cups and saucers! The next day it’s STILL there and it just looks ‘washed’. Not even replaced. Fridge is pointless as it’s not stocked with anything from the hotel, usually water is stocked everyday. No iron. Hairdryer was so dirty I had to use a tissue over it.

Overall im disappointed in the price we paid for the hotel claiming to be a 4 star. On our first day we heard a lady complaining of similar nature.. and I have to...